Partner Success Manager I

Overview

The Partner Success Manager I aligns with leadership at select partners and builds strong relationships to help them progress on their transformation journey, working with cross-functional teams to accelerate business value and ROI from their ConnectWise investment.

What you'll do

• Provide support to cross-functional teams with a high attention to detail.
• Use internal tools (e.g. Gong, Gainsight, Salesforce) to research, analyze, and document findings.
• Ensure partners maximize ROI and adoption, and collaborate with other ConnectWise stakeholders to ensure adoption and a successful renewal.
• Build and nurture relationships across accounts to solidify the partnership and commitment to the partner.
• Effectively network within accounts to help partners achieve their objectives.
• Monitor partner usage data, health indicators, partner maturity scores, renewal dates, and growth opportunities and translate them into strategies for success.
• Develop an understanding of typical business challenges faced by partners to address their needs.
• Identify risks to the partner that inhibit their stated business goals and create mitigation strategies.
• Navigate customer organizational structures to identify and build relationships with executives and stakeholders.
• Propose solutions to partner problems based on the ConnectWise platform aligned to playbooks; escalate complex scenarios to senior resources.
• Identify escalations and coordinate resolution with leadership and cross-functional teams.
• Conduct regular Quarterly Business Reviews (QBRs) with partners to assess performance, identify growth opportunities, and strengthen strategic alignment.

What you'll need

• Experience with Customer Success fundamentals.
• Ability to understand and articulate the impact of new technology/processes to partner use cases.
• Strong communication, organizational and analytical skills.
• True grit and a drive to win.
• Ability to quickly grasp and distinctly explain technological and business concepts.
• Effective at leading and facilitating partner executive meetings (QBRs).
• Ability to adapt to changing priorities, transition between tasks seamlessly, and deliver results under tight deadlines.
• Comprehensive knowledge of SaaS business models, including subscription management, cloud-based service delivery, product scalability, security protocols, and customer relationship best practices.
• Bachelor's degree in related field or equivalent business experience.
• 1+ years of relevant experience.

Nice to have

• Working knowledge of ConnectWise products and platform features, capabilities, and best use cases.

Details

• Location: USA Remote, Florida.
• Working conditions: Hybrid/Remote depending on location.
• 0-10% travel may be required.